JDJohn Austene San Diego
@johnaustenesandiego
Experienced Project Manager and Quality Assurance Specialist
PhilippinesWhat I'm looking for
As a seasoned Project Manager and Quality Assurance Specialist with over 10 years of experience, I have honed my skills in diverse industries, including cosmetic products, real estate brokerage, and business process outsourcing. My expertise lies in leading teams to implement process improvements, integrating new technologies, and enhancing customer satisfaction and service efficiency.
I am proficient in operations and quality management, social media management, technical support, content creation, and moderation. My strong project planning and execution skills enable me to manage project plans, budgets, and resources, ensuring timely and cost-effective delivery of customer service initiatives.
With a strong background in quality assurance, I have conducted root cause analysis on site pain metrics, formulated action plans to improve overall metrics, and coached agents and moderators on their opportunities to improve customer interactions.
Experience
Work history, roles, and key accomplishments
NEProject Manager - Freelancer
Feb 2024 - Aug 2024 (6 months)
Led teams to implement process improvements and integrate new technologies, enhancing customer satisfaction and service efficiency. Developed and delivered staff training on new systems and best practices.
PIConducted Root Cause Analysis on site's pain metrics. Formulated action plans to improve the site's overall metrics. Coached agents on their opportunities on calls, chats, and emails from their customers.
NBOverseen creation and implementation of social media campaigns to boost brand visibility, interact with followers, and increase website traffic. Handled managerial and administrative duties.
TDQuality Officer
TDCX
Sep 2020 - Apr 2022 (1 year 7 months)
Conducted Root Cause Analysis on site's pain metrics. Formulated action plans to improve the site's overall metrics. Coached agents on their opportunities on calls, chats, and emails from their customers.
WIQuality Analyst
Wipro
Jan 2018 - Jan 2020 (2 years)
Conducted Root Cause Analysis on site's pain metrics. Formulated action plans to improve the site's overall metrics. Coached moderators on their opportunities on effectively tagging video content.
Education
Degrees, certifications, and relevant coursework
John Austene hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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